Some companies I have had the opportunity to deal with such as T-Mobile have round the clock customer support and I must say that their Customer Support and Rep team have excellent skills and can handle their own regardless of which country the rep is located. Other companies on the other hand definitely have the outsourcing idea all wrong, they don’t train their employees so when you’re calling a center that is in a different country than you can totally tell the level of service is horrible. So you have to try and call them during your own local hours.

As a cost savings option I can’t argue that it isn’t cheaper than the cost of local rep, but sometimes if you can’t properly train your reps to have exceptional quality and high standards, than there may be an indirect cost of service causing customers to go elsewhere.